Measuring Service Quality in the Banking Industry: A Hong Kong Based Study

Lau, Mei Mei; Ronnie, Cheung; Lam, Aris Y. C.; Chu, Yuen Ting

doi:10.7903/cmr.11060

Cited by 106 publications

(106 citation statements)

References 36 publications

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“…Ananth et al [51] found that attractiveness, physical facility, and visual appeal could be considered positive indicators of tangibility on customer satisfaction in the banking sector. Furthermore, various researchers have found that there is a positive effect on the relationship between customer satisfaction and tangibility in the banking sector [53][54][55]. Moreover, Krishnamurthy et al [49] and Selvakumar [50] emphasized that tangibility has a positive impact on customer satisfaction in banking services.…”

Section: The Relationship Between Tangibility and Customer Satisfactionmentioning

confidence: 99%

The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector

et al. 2019

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Banks must meet the needs of their customers in order to achieve sustainable development. The aim of this paper is to examine service quality dimensions, by using the modified SERVQUAL model, which can be used to measure customer satisfaction, and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability, access, financial aspect, and employee competences) on customer satisfaction in Jordanian banks. Data were gathered from 825 customers in the Jordanian banking sector. The sample data were statistically analyzed through exploratory factor analysis by the SPSS program to determine service quality perception and customer satisfaction. The results illustrate that the modified SERVQUAL Model extracted four subscales in the new model instead of eight in the initial model. The first subscale contains four dimensions—assurance, reliability, access and employee competences. The second subscale consists of two dimensions—responsiveness and empathy. The third and fourth subscales—financial aspect and tangibility—are separate factors. Further studies should consider the dimensions of access, financial aspect, and employee competences as essential parts of service quality dimensions with the other subscales, so as to improve wider customer satisfaction in the banking sector. In the authors’ opinion, the modified SERVQUAL model is useful for addressing customer satisfaction in the banking sector.

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Section: The Relationship Between Tangibility and Customer Satisfactionmentioning

confidence: 99%

The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector

et al. 2019

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“…Business services are a general industry, which is unlike any normal manufacturing; it is difficult to standardize the quality of service for service business because it does not only depend on the policy of its enterprises (Angur et al, 1999 Lau et al, 2013), it does not rely on supply chain partners' related services but it also counts on the appreciation of our customers. Therefore, to satisfy the needs of customers and enhance competitiveness, every bussines needs to know how to assess the service quality provided, what factors to or not to meet customer demands, which factors to affect customer perceptions, etc.…”

Section: Literature Reviewmentioning

confidence: 99%

Factors affecting service quality at Vietnamese retail banks

Hoang

2018

Banks and Bank Systems

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Sustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by "reliability", "responsiveness", "empathy", "security", and "tangibles". Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.

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“…Finally, Lau et al (2013) and Saghier & Nathan (2013) claimed that due to the fact that loyalty is related to customer satisfaction, banks performed new affective strategies to improve the quality of service satisfaction and loyalty (Awan, Bukhari, & Anam, 2011). To conclude, Lau et al (2013) and Saghier & Nathan (2013) have identified the dimensions of service quality as the predecessors of customer satisfaction. Many studies have investigated service quality in the retail banking sector in Jordan.…”

Section: Customers' Satisfaction and Loyaltymentioning

confidence: 99%

“…Apparently, the growth of Jordanian economy is greatly influenced by effective banking system. Furthermore, banks experience many challenges in their sectors due to the changing of customers' requirements and to overcome these challenges, it's important for banks to use the most current information technology to advance globally (Lau, Cheung, Lam, & Chu, 2013).…”

Section: Introductionmentioning

confidence: 99%

The Effect of Service Quality Dimensions on Customers’ Loyalty through Customer Satisfaction in Jordanian Islamic Bank

Muala¹

2016

IJMS

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The goal of this paper is to investigate the effect of banking Service Quality Dimensions on customers' satisfaction, and customers' loyalty. The dimensions include tangibility, reliability, empathy, responsiveness, and assurance. The researcher used a questionnaire survey to elicit data from the participants of the study. The sample included 250 questionnaires. They were distributed over a number of Islamic Bank customers in Jordan, particularly in the capital city "Amman". The results of the study showed that there is a positive effect of Tangibility, Reliability, Empathy, Responsiveness, Assurance, on customer satisfaction toward customers' loyalty. This has confirmed the Hypothesis of the study (H1, H2, H3, H4, and H6) in terms of being significantly and positively related to customers' satisfaction and loyalty. On the other hand, one hypothesis is insignificant impact which is H5.

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Measuring Service Quality in the Banking Industry: A Hong Kong Based Study

Cited by 106 publications

References 36 publications

The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector

The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector

Factors affecting service quality at Vietnamese retail banks

The Effect of Service Quality Dimensions on Customers’ Loyalty through Customer Satisfaction in Jordanian Islamic Bank

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